Technology Support Lead

Description

Join our dynamic team to innovate and refine technology operations impacting the core of our business services.

As a Technology Support Lead within the Merchant Services Technology Production Management space you will lead a team of Issues Management Analysts. You will support merchant-level complex research issues across multiple Merchant Services Payment Processing platforms. Additionally you will promote and deliver business results engage with merchants and develop and implement operational efficiencies. You will collaborate with internal business partners to enhance service delivery to merchants and promote major initiatives in collaboration with Senior Executive leaders in the Relationship Management Client Onboarding and Service Technology and Product organizations as well as other areas of operation within Merchant Services. This role offers you the opportunity to be a Senior People Manager.

Job Responsibilities :

• Lead a team of Issues Management Analysts in support of merchant level complex research issues
• Manage day to day performance of the team including handling escalations and other critical issues
• Function as a liaison and escalation point with various internal partners including Relationship Managers Technology Client Onboarding and Service and other areas of operation within CIB as well as merchants
• Assess identify recommend and implement enhancements to improve operational effectiveness and service delivery to our merchants
• Present updates and solutions in a concise manner to Senior Managers Business Partners and to Senior Executive leadership on short notice
• Understand and effectively manage risks in the environment
• Analyze team quality performance trends including identifying opportunities for improvement and recommended changes
• Lead major projects and process improvement initiatives in the Production Management Issues Management space
• Create a positive employee experience while prioritizing business results and managing risks and controls.

Required qualifications capabilities and skills :

Preferred Qualifications Capabilities and Skills :

Key Skills

Computer Science,SQL,Active Directory,Customer Service,Incident Management,Access Points,OS,Asset Management,Linux,VPN,User Accounts,Desktop,Backup,Technical Support,Application Support

Employment Type : Full-Time

Experience : years

Vacancy : 1